Allianz Travel Insurance Reviews

Will never use again- do NOT TRUST- could not use the online portal despite weeks of attempts. My fear is- what if this was a real emergency (not a medical claim)? What if I needed to be taken to a hospital and have the insurance operate stright away? I do not trust them.My experience in more detail:I paid for the policy through Teachers Health. I then got my certificate of insurance from Allianz Global.After some emergency dental treatment in Thailand, tried the ALLIANZ online claim porta. It didn't work on any of my devices,Thought it might be my i-pad, so I tried my laptop (still no luck)registered my policy and let me proceed through stages:
1: Your details
2: Trip Details
3: Would not allow me to select in drop downmenu.

I sent about 10 emails, only 2 replied to. Got home and have been trying on my desktop (with different browsers etc) many, many times. Called them, in the morning and was advised by {name removed} (who was very nice and apologetic) that her supervisor, {name removed} -told her the 'system was down' and they had only been alerted to this at that point (even though I have been trying for weeks). This is when I really realised that they were giving me the run around. A huge company like this has only been alerted to the portal not working that day? B.SI was sent a 9 page claim form to fill out. That's all well and good- I understand insurance companies need to prove the legitimacy of claims. I just want to know why my policy number would not work online.I was told to try again later that afternoon. Which I did, and it still didn't let me pass stage 3 on the portal. I called up and once again explained my situation. (I wish I had got the rep's name. He was very confident and well versed in the content of my claim but could not actually give me reasons why the portal was not working for me.) I was told by the representative that he wasn't in I.T so he didn't know why it wasn't working. I asked if there were many policies that couldn't get past the third question and he stated that there are just some numbers that the 'system doesn't like'. He explained more about the policy claim- which was good but then - get this- he told me the IT guy was listening and came to whisper in his ear that the portal was now fixed, and that I should try, I did- and it din't work. Tried again this morning- and decided that I will let other people know about this dubious practice of not allowing some claims to work on the portal.

1 comment on this review

Hello Kaz, I'm sorry to hear about this experience. FYI, this forum is for the direct Allianz Travel Insurance product, not for Teachers Health, but the claims portal is used across a number of travel insurance brands - I'll pass on this feedback to be investigated. Regards, Anthony.

Reply from Allianz representative
29 August 2018, 09:52 AM

I realise that Allianz is linked with Teacher's Health. I called Teacher's Health about this problem/complaint and they just wanted to pass me over to Allianz claims depratment- with which I had had just been speaking. I am done with it. I "investigated" for 3 weeks.

Reply from Kaz Mack
29 August 2018, 10:55 AM

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Following an accident in Beijing which required surgery and hospitalization for 11 days before repatriation back to Australia all I can say is that the Allianz medical Team were sensational. They were available 24 hours a day to assist with suggestions, interpretations, translations etc. Without their assistance life would have been a far greater nightmare than it was. I cannot thank the team enough and would recommend Allianz to anyone seeking travel insurance. On return to Australia the additional claim process was very straight forward, easy and prompt. Congratulations on the provision of a great service!

1 comment on this review

Hi Jan, sorry to hear about the accident, but glad we were able to help you out! Regards, Anthony.

Reply from Allianz representative
07 August 2018, 08:36 AM

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Have tried many travel companies and have been happy. This is the first time going with Allianz. Big mistake. Will never do it again

1 comment on this review

Hello - can you please send through your policy number and I'll have this investigated. Regards, Anthony.

Reply from Allianz representative
28 June 2018, 08:52 AM

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Force majeure for not needing flight. Told to cancel flight to process claim. Cancelled flight then after waiting two months was told no reimbursement would be issued. Ticket and premium lost.

3 comments on this review

Hello Darrah, I'm sorry to hear about this experience. Can you please send through your policy or claim number and I'll look into this? Regards, Anthony.

Reply from Allianz representative
11 June 2018, 14:17 PM

file number 2018302633, policy number KLMNL5763888131

Reply from Darrah
11 June 2018, 20:16 PM

Hello, we can't find this policy number in our system and it does not look like a policy that has been purchased in Australia. If this was bought in another country, you will need to follow this up with that entity. Regards, Anthony.

Reply from Allianz representative
28 June 2018, 09:44 AM

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If you are shopping around for travel insurance that actually covers, don't get sucked into claims by Allianz! Do not recommend to anyone

Horrible to deal with! Countless calls and talking to uneducated people it seems. Don't bother with this company. Its only paper you will get! No service, no support even if you are stuck in the middle of nowhere!

3 comments on this review

Hello, I'm sorry to hear about this. Can you please send me your full name and policy number to feedback@allianz-assistance.com.au and I'll have this investigated. Regards, Anthony.

Reply from Allianz representative
27 March 2018, 11:25 AM

Is that your reply to everything? I actually don't think you will🤔

Reply from YSH
28 March 2018, 21:38 PM

YSH, Your actually the one who sounds uneducated. Just FYI..

Reply from 2Cents
02 April 2018, 06:54 AM

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We had a horrible experience claiming for medical expenses. It involved over 10 phone calls and countless emails. The harassment for information was disgusting. When I complained I was told that they provide to over 100 different companies so even if I didn't go direct I was pretty much stuffed.

Mobile phone was damaged by salt water immersion - I accidentally dropped it in the water, however, I was not covered for something that I could have prevented ie by holding on tighter. My brand new thousand dollar phone was not covered. Even though I had top cover and thought I was covered for everything. Not happy!

Worst customer service. Lost my luggage, in June! Ended up getting it back last month (end of nov) but Allianz kept pushing it back I gave them all the evidence in the world that my luggage was lost and kept my patience. Thought my luggage wasn't going to come I replaced most of my items which were worth about $10,000. And Allianz did absolutely nothing but buy time. I have them every little piece of evidence they required. I Will never ever recommend them to anyone. My partner has also changed car insurance companies from Allianz due to this appalling customer service. I am now $10,000 out of pocket due to their poor behaviour and customer service.

I got comprehensive travel insurance for our trip to bali. Paid for everything incase of an emergency. We are currently stuck in bali due to a volcano eruptipn/ ash cloud so all flights were cancelled. We cant get another flight for 5 days and we contacted allianz to start a claim to find out we arent covered because of some embargo they made that wont cover for volcano activity. So all expenses for accommodation, food,extras will now come out of our pocket with no help from allianz. Not a happy customer.

In November I injured myself while on holidays in Europe. After nearly a year of unanswered E-mails, lost invoices and medical reviews, as well as frustrating calls with appaling customer service employees regarding my claim, I have finally received confirmation of payment (which I had to rectify since Allianz did not manage to correctly calculate with the different currencies Euro and AUD).

According to Allianz I can expect payment in 8 - 12 weeks - this information is quite different to the multiple calls where they promised to "have the money in my account in either 2 to 3 days" or "right after the weekend".

I was ridiculed and accused of not having sent data - after being kept on hold for 20 min on an overseas call (from Europe) they eventually "found" the asked for data in their system. Still had to send medical bills and bank information several times since they couldn't find it just a few days later.

Interestingly enough, my case hadn't been processed for several weeks halfway through since the responsible case manager was fired?! At least that's what I have been told by the only helpful employee in the call centre I have ever spoken to.

Absolutely appalling and questionable legal methods. Will definitely consult a legal advisor.

Complete waste of money, effort and time. Paid for the Comprehensive Travel Insurance and even chose to pay extra for 'Specified Items Cover' which was to cover our phones up to the value of $750.
My iPhone ended up being stolen in Thailand and we ensured we followed the procedure correctly (i.e. obtained a police report within 24 hours etc) but Allianz still found a reason to reject this by using their vaguely worded policy to fit their agenda that my phone was left 'unsupervised' in a public place when stolen - which was not true as it was st olen in front of me and was being supervised! It is almost laughable that we paid EXTRA to insure our phones specifically and when mine did indeed get stolen, Allianz didn't pay. Completely and utterly pointless. I am thankful that something worse such as a medical emergency didn't happen on that trip, as I can't imagine Allianz would have assisted. In addition to this, when my claim was finalised I received an email stating that I would receive a formal letter in the mail within 5 business days notifying of the outcome. I waited patiently for the formal letter as the email didn't state whether it had been accepted or rejected. 3 weeks later it still had not arrived in the mail. I send an email notifying their team that it hadn't arrived and a few days later get an email response saying 'please see the formal letter attached', but the attachment was a PDF copy of our email trail! I point this out and once again request the formal letter. Finally a week later, after one month of waiting and not knowing the status of the claim, the actual formal letter is emailed to me. The claim was rejected but at the bottom of the letter it outlined the fact that we could lodge a dispute/complaint about the decision and 'all details of the dispute process are within the attached document'... with absolutely no attached document for me to refer to! I became so exasperated at the overall incompetency of the company that I couldn't even be bothered pursuing it anymore. Disappointing to think that Allianz are profiting by having an extremely ambiguous policy and disorganised claims process.